An ecological approach to space allows human constructs to become the primary prism through which to view workplaces (Nespor, 2000; Urry, 2005; Murdoch 2006). Human beings create meaning in their environments via the unity of symbolic actions and generalized meaning fields that gain their social usefulness via their affective tone. The resulting personal system becomes projected onto the world via the personal arrangement of things that are important for each person (Valsiner, 2000; Valsiner, 2005). Consequently, individual human beings constantly order parts in their environments through an affective-emotional lens when they encounter ideas, objects and spaces (Hochschild, 2003; Thrift, 2008; Boys, 2011). I use the emotional labour (Hochschild, 1983) concepts of display rules (expectations for emotional display) and feeling rules (expectations for internal affect) together with an ecological approach to space to investigate the existence of affective-emotional zones in schools. My research questions were: How do participants in a school make sense of their work environment through the lens of affective-emotional zones? How are affective-emotional zones characterized in terms of display rules and feeling rules? What challenges do teachers face when they are in particular affective-emotional zones and why? I broadly utilized a case study approach with a European international school to interview six experienced teachers using an active interview technique with open coding (Strauss and Corbin, 1998) and critical event coding (Webster and Mertova, 2007) as the principle methods of analysis. I was able to label and describe four zones that I argued are products of teacher rituals, habits, feelings (feeling rules) and emotions (display rules); the communal zone, the school zone, the student zone and the teacher zone. I further the notion of heretical feelings and emotions and describe how they constitute elements of the teacher condition. I found school affective-emotional zones are temporal as school spaces have the potential to shift from one affective-emotional zone to another as a consequence of time changes in the school day. I outline questions for future research based on my findings.

<p><p>When speaking about service encounters, one most often speaks about encounters in the private sector and about customers. This study explores the public sector and the service encounter between street-level bureaucrats and clients as opposed to the encounter between salesmen and customers. The focus lies on the conflicting demands that the bureaucrat is experiencing and how she handles the emotional labour that this conflict brings. The conflicting demands have been identified as commercial, bureaucratic and social, all of which are put into the context of the opposing demands of client and organisation.</p></p>

When speaking about service encounters, one most often speaks about encounters in the private sector and about customers. This study explores the public sector and the service encounter between street-level bureaucrats and clients as opposed to the encounter between salesmen and customers. The focus lies on the conflicting demands that the bureaucrat is experiencing and how she handles the emotional labour that this conflict brings. The conflicting demands have been identified as commercial, bureaucratic and social, all of which are put into the context of the opposing demands of client and organisation.

This thesis considers how in the course of their work female sex workers in Hong Kong experience risk. It concerns the indoor side of the sex market, an area which has so far been largely ignored in studies on commercial sex. The focus is on women working independently from flats. Focusing on women's own accounts of work-related risks, risky behaviour and coping strategies, this study investigates sex workers' reflexive understandings of prostitution and their occupational risk in late modern societies. The study emphasises the social, cultural, interactional and situational context, to understand the ways in which women involved in sex work conceptualise and respond to risk. There are three main themes emerge in sex workers' accounts. The first one is sexual health and diseases. In this empirical chapter, the main focus is on the flat-working women's accounts of themselves and their risk-taking (or risk-avoiding) behaviour in (potentially) risky situations, where, for example, unprotected sex has occurred. The findings suggest that, despite sex workers are being frequently seen as most susceptible to sexual health problems, the social norms which exist among sex workers and their clients play a crucial role in enabling sex workers to gain control over the sexual encounter and avoid risk behaviour. The next theme is violence against sex workers. Findings suggest that what violent crime symbolises in the context of sex work is that some women are beneath contempt because of their working identity. It is more “acceptable” to perpetrate violence against sex workers because this group is set apart from women in other service occupations. The last theme is concerned with sex workers' accounts of their emotional experiences at work, which mainly explores how social and cultural factors influence individuals' interpretation and accounts of their emotions. Accounts given by women demonstrate that many of them seemingly did not conceive their involvement in the sex business as “wrong”. Nevertheless, because sex work is still largely marginalised and stigmatised in Chinese societies, they might experience unpleasant emotions which were mostly related to the “whore” stigma.

Syftet med uppsatsen är att få en förståelse för hur polisens barnutredare i Sverige upplever och hanterar känslor i yrket. Detta undersök genom en kvalitativ studie med en fenomenologisk ansats. Intervjuer användes som datainsamlingsmetod och totalt åtta barnutredare från fem olika polisdistrikt i Stockholms län som skiljer sig med avseende på ålder och arbetslivserfarenhet intervjuades. Fenomenologi handlar om att ge en beskrivning av vad och hur deltagarna kontextuellt upplever fenomenet som studeras. Fenomenet som studeras i studien är barnutredarnas upplevelser och hantering av känslor i yrket. Forskaren vill även ge teoretiska förklaringar till vad det är de upplever samt varför de upplever det. Därför har jag använt mig av Hochschilds teori om känsloarbete samt Goffmans rollteori om hur individen framställer sig själv samt styr publikens intryck i arbetet.  Studiens resultat har bidragit till en djupare förståelse och mer detaljerad kunskap om hur barnutredare upplever och hanterar känslor. Med mina teorier har jag kommit fram till att barnutredarna ska förmedla känslor av att vara bl.a. lugn, trygg, förtroendeingivande, lyhörd, neutral i såväl barn som misstänkts förhöret. Dessa känslor framkallar barnutredarna genom att förändra sitt kroppsspråk, ansiktsuttryck, verbala uttryck. Samt genom att använda barnahus och att inte bär uniform. Det har även framkommit att de gör mentala förändringar för att kunna åstadkomma känslorna. Detta kan ses som tekniker som barnutredarna använder också för att styra barnet/misstänkts känslor då det framkommit som viktigt att de agerar på detta sätt för att barnet/misstänk ska vilja eller våga prata. Vidare upplever barnutredare sällan att det uppstår motsättningar mellan egna känslor och yrkets krav. Känslomässiga konflikter uppstår endast vid ”särskilda ärenden” vilka är vid fyra situationer. Att de sällan upplever motsättningar kan förklaras genom att deras innersta känslor överensstämmer med de känslor som de måste uttrycka i arbetet. Resultatet visar att handledning med psykolog samt stöd av kollegor är två essentiella strategier som används för att förändra de innersta känslorna till vad yrket kräver att de ska känna. Härigenom förhindras att känslomotsättningar uppstår.

This thesis presents a study of hospitality employees in Australia. It explores how hospitality employees learn to appropriately express emotion as per certain norms that exist within their workplace. This study focuses on customer service employees and their interactions with customers and their co-workers.

This thesis is about personal assistants, and how they experience their work. The aim of this study is twofold: First to examine the experiences of personal assistants and their work. Second, to examine the assistant’s experiences of feelings at work and how these feelings are managed from an emotionsociological perspective. The empirical base of the research builds upon interviews with personal assistants with a focus on the individual and subjective experiences of the work. The data shows that the assistants concentrate on the emotional aspects of their job. When asked to describe their work situation, the interviewees were preoccupied with the regulation of their own feelings in the relation to the employer. The analysis has an abductive approach, in which empirical sensitivity, interpretation and theory are combined. In terms of results, this study shows that the majority of assistants experience themselves as a friend to the client and they experience the job as meaningful. However, here lies the duplicity of the situation because being a friend to the client, who is also the supervisor, can lead to problems when setting the boundaries for intimacy. The study also shows relatively stable structures in relation to the dimensions of power and subordination, where the assistants’ experience themselves as subordinates and the client as superior. At the same time that the assistants finds purpose in their job there are also challenges connected to being subordinate in a face-to-face situation. It is important to the assistants to have control over feelings and outward expressions. Feelings of subordination seem to be linked to the status and power the assistants have in society at large. Thus, how vulnerable they are in the subordinate position depends on age, gender and education. Another effect described by the assistants is a kind of emotional dissonance, where their own feelings are in conflict with how they wish to act in the social interaction with the clients. In the final chapter the concepts of asymmetric and symmetric interaction are used to understand different types of feelings the assistants’ experience. The asymmetric interaction can trigger feelings of irritation, frustration and anger which are energy draining. Symmetric interaction often seems to lead to feelings of contentment, joy and purpose, which are uplifting and energy renewing. As a concluding remark emotional labour seems to be a significant part of the assistants work. By using an emotionsociological perspective it has been possible to gain knowledge about different aspects of the personal assistants’ emotional labour.

The principal aim of this study was to obtain an understanding of the relative importance of emotion management for the Swiss private higher education sector, and for the lecturing profession in general. Extant literature has focused on the emotion management of teachers and lecturers working in the public sector but has somewhat overlooked the private higher education sector. A single case study design was selected for this research, which consisted of a well-established and highly regarded Swiss private higher education institute. Focus groups were conducted with three groups of faculty staff at the case institute. This was followed up by eleven individual interviews. Thematic analysis was then used to analyse the data, resulting in the identification of several core themes. The findings show that emotion management is an essential element of the lecturing profession within the Swiss private higher education sector. There was evidence of emotional labour in action, with participants enacting the various emotion regulation strategies as espoused throughout the literature. This study identified that ‘naturally felt emotions’ and ‘deep acting’ were the preferred emotion regulation strategies. The prescriptive and philanthropic categories of the typology of workplace emotion were found to be the primary motivators behind the faculty performance. This thesis has made strides in expanding the field by providing new insights into the relevance of emotion management for professional occupations, specifically those of faculty staff. Overall, participants reported more positive than negative outcomes associated with emotion management, suggesting less of a dichotomy of outcomes in comparison to previous studies. The findings show that a number of contextual factors also have an influence on the emotion management of individual lecturers. Backstage areas and humour were found to be the most common coping strategies which participants used to detach from the job. Unexpectedly, cultural diversity was considered as having implications for the emotion management of lecturers. The research findings represent a further step towards developing an understanding of emotions and their management in a private higher education setting.

Hochschild's study of emotional labour, how emotions are handled in wage work involving interaction with others, was the starting point for emotional labour studies. However, previous research on emotional labour in the non-profit sector is rather limited. Therefore, this study aims to inquire how emotion labour is expressed in a voluntary work carried out exclusively by women. Furthermore, the study intends to determine whether the boundary between acting professionally  and  acting  personally  tends  to  become  more  diffuse  in  voluntary  work.  The study  is  based  on  interviews  with  six  volunteers  currently  working  at  Kvinnohuset  and  the ambition  has  been  to  successfully  capture  their  experiences  about  how  emotional  labour  is managed  by  them  during  their  voluntary  work.  The  study  shows  that  the  volunteers  at Kvinnohuset work with emotional labour in a transboundary manner, which means that they commute between acting professionally and personally in order to maintain the purpose and culture   of   the   Kvinnohuset,   which   is   important   for   the   organization   to   progress   and relationships  to  flourish.  In  addition  to  this,  the  study  shows  that  the  existing  definition  of emotional   labour   does   not   correspond   to   the   emotional   labour   that   can   be   found   at Kvinnohuset.  Through  an  elaborated  model  of  similarities  and  differences  between  how emotional labour is handled in wage work and in the non-profit sector, we have proposed a more  precise  definition  of  emotional  labour  in  the  non-profit  sector,  which  is  emotional procreation.

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